Job Title: Customer Service Officer
Hiring Organization: Cooperative Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full Time
Salary: KES
Date Posted: 06/05/2024
The
Officer will be responsible for management of Sacco’s front office, manage walk
in clients, and give support to Members and the office team. The role holder
also ensures smooth flow of operations and excellent working environment. You
will provide services to both internal and customers.
Reporting
to: Business Development Manager
Main Duties and Responsibilities
Respond
to general member enquiries while identifying and assessing member needs to
achieve member satisfaction.
Attend to
all walk-in client queries for resolution.
Manage
inbound and outbound calls.
Respond
to customer care emails and individual work emails.
Provide
Loan eligibility advise to members.
Register
new members and communicate on on-boarding process.
Follow up
and activation of dormant accounts.
Conduct
exit interviews for members intending to withdraw from the Sacco.
Create
and register of all new Sacco accounts for approval by Business Development
Manager.
Process
all member requests and forward to Business Development Manager for approval.
Review
and act on member change requests for approval by Business Development Manager.
Resolution
of all inquiries raised through the CRM.
Facilitate
weekly inter-departmental product and services training.
Cross
sell Sacco products.
Handle
and conclusively respond to enquiries on the Sacco web chat.
Perform
any other responsibility as allocated from time to time.
Knowledge:
Qualifications & Experience
Diploma
in Public Relations/Business Management/Marketing/Cooperative Management.
Bachelor’s
Degree in Business Management/Marketing or an equivalent will be added
advantage.
Minimum
three years relevant work experience.
Experience
in using CRM and ERP Software.
Experience
in Sacco, bank and microfinance operations
Personal
Attributes required for this role:
Attention
to detail.
Effective
Communication and interpersonal skills.
Problem-solving
skills.
Commitment
and passion to customer service.
Friendly
Attitude.
Time
Management skills.